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About the role
Key responsibilities & impact- Own gross and net revenue retention (GRR and NRR) for the mid-market and commercial segments
- Partner closely with Sales to drive expansion through structured, scalable motions
- Define segmentation strategy across mid-market and commercial customers based on ARR, complexity, lifecycle stage, and product mix
- Develop lifecycle-based customer journeys (onboarding, adoption, renewal, expansion)
- Implement Leverage tooling (e.g., CRM, CS platforms, marketing automation) to orchestrate customer interactions at scale leveraging automated, trigger-based engagement strategies
- Integrate AI-driven workflows for risk detection, adoption coaching, and customer engagement efficiency
- Build and continuously optimize coverage models (high-touch, pooled, and digital)
- Champion, role model, and embed Samsara’s cultural principles as we scale globally and across new offices
- Hire, develop, and lead an inclusive, engaged, and high performing team
Requirements
What you’ll need- 8+ years of experience in Customer Success, Account Management, or related GTM roles
- Proven experience managing mid-market or commercial segments at scale
- Strong track record of owning and delivering on retention and expansion metrics (GRR, NRR)
- Demonstrated ability to design and implement scalable coverage models and digital customer success strategies
- Deep operational expertise in forecasting, segmentation, and productivity management
- Experience leveraging customer success platforms, CRM systems, and marketing automation tools
- Excellent cross-functional leadership and communication skills.
Benefits
Comp & perks- Flexible, employee-led remote model
- Professional development stipend
- Comprehensive health and parental leave plans
- Above-market total compensation through base salary, performance-based bonus/variable pay, and equity.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successaccount managementretention metricsexpansion metricsforecastingsegmentationproductivity managementcoverage modelsdigital customer success strategiesAI-driven workflows
Soft Skills
cross-functional leadershipcommunicationteam developmentinclusive leadershipengagementhigh performancecultural principles